CHAT CATEGORIZATION AND AGENT PERFORMANCE MODELING
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
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N/A
Issued Date -
Aug 15, 2013
app pub date -
Mar 15, 2013
filing date -
Nov 18, 2010
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
Chat categorization uses semi-supervised clustering to provide Voice of the Customer (VOC) analytics over unstructured data via an historical understanding of topic categories discussed to derive an automated methodology of topic categorization for new data; application of semi-supervised clustering (SSC) for VOC analytics; generation of seed data for SSC; and a voting algorithm for use in the absence of domain knowledge/manual tagged data. Customer service interactions are mined and quality of these interactions is measured by “Customer's Vote” which, in turn, is determined by the customer's experience during the interaction and the quality of customer issue resolution. Key features of the interaction that drive a positive experience and resolution are automatically learned via machine learning driven algorithms based on historical data. This, in turn, is used to coach/teach the system/service representative on future interactions.
First Claim
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